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The Developing Role of the Loss Adjuster 14 th September 2010

The Developing Role of the Loss Adjuster 14 th September 2010. George Moss. Some things have changed, others have not. Client base - 1980s. Royal Sun Alliance Pearl Phoenix Guardian Royal Exchange General Accident Commercial Union London & Edinburgh Norwich Union.

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The Developing Role of the Loss Adjuster 14 th September 2010

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  1. The Developing Role of the Loss Adjuster14th September 2010 George Moss

  2. Some things have changed, others have not

  3. Client base - 1980s Royal Sun Alliance Pearl Phoenix Guardian Royal Exchange General Accident Commercial Union London & Edinburgh Norwich Union

  4. Client base - 2010

  5. Developments • The rise of the procurement function • Panel arrangements • Centralised claims handling by insurers • Diminished requirement for local relationships • Changes in ownership and branding of loss adjusters

  6. Developments • Claims preparation work • Outward portability • Regulation • Treating Customers Fairly (TCF)

  7. Loss adjuster? • Is the title ‘loss adjuster’ still representative of the role we play today? • Increased segmentation of the role • Career progression • Technology • Management Information

  8. Product lines • Household – FNOL/Validation/Fulfilment/MI • Commercial • BI & accountancy-related services • Agri • Marine & Transportation • Liability and litigation support • Construction & Engineering • Fraud • TPA • Subsidence • Claims preparation • Consultancy

  9. Trust • Integrity What hasn’t changed?

  10. Legal Services Act 2007 • Technology • Opportunities to use skills in other areas The future

  11. The challenge for CILA • To have a value proposition for the disparate constituent groups within its membership • To offer value for money • To be relevant

  12. Will adjusting survive? • Yes, provided we continue to adapt to a rapidly changing financial services industry and… • Provided we innovate • Provided we can evidence the value we bring in the resolution of mainly claims matters

  13. Introduction Where we’ve come from and where we are going Complex commercial claims ie. high value but low volume

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